End User Support Specialist

Sorren, Inc.; Chicago (IL); In loco; USD 60.000 - 75.000; Tempo pieno

Vantaggi offerti da questo lavoro

Generous paid time off

Medical, dental, and vision coverage

401(k) retirement savings plan

Paid holidays

Descrizione del lavoro

Sorren, Inc. is a top 50 national advisory firm providing accounting, assurance, tax, advisory, and private client services.

Our IT team delivers remote and onsite end-user support, focusing on Microsoft 365, accounting apps, and security-conscious operations. This Help Desk role supports Windows 11 in a Microsoft Entra ID environment, handling onboarding, access, and training while contributing to a collaborative, growth-oriented culture.

Competenze

• Experience supporting Windows 11 in a Microsoft Entra ID environment.
• Solid knowledge of Microsoft 365, email, and Teams.
• Experience with a ticketing/ITSM platform (e.g., Freshservice).
• Excellent written and verbal customer service skills.
• Detail-oriented with strong organizational skills.
• Willingness to learn new tools and adapt to evolving needs.
• Bachelor's degree in CS/IT or related field (preferred).

Mansioni

• Serve as primary point of contact for end user support via help desk (remote and onsite).
• Troubleshoot software, hardware, and network issues for staff, with a focus on SaaS apps, Microsoft 365, and accounting software.
• Set up and deploy workstations including Intune Autopilot provisioning.
• Onboard new employees with role-based access and day-one support.
• Guide users through Autopilot enrollment and Windows Hello setup.
• Handle password resets, MFA, and access requests; perform monthly access audits.
• Follow firm security standards and assist with compliance efforts.
• Assist with backup and recovery and asset management tasks.
• Provide training on new technologies and software.
• Participate in firm-wide IT projects and documentation efforts.
• Elevate complex issues when needed and maintain clear notes.

Conoscenze

Windows 11

Microsoft 365

ITSM experience

Customer service

Communication

Detail-oriented

Continuous learning

MDM experience

Formazione

Bachelor's degree in CS/IT

Strumenti

Freshservice

Descrizione del lavoro

Our Firm Sorren is a top 50 national advisory firm that blends deep expertise with a human-first approach. We don't just work with numbers—we work with people, building lasting relationships and delivering strategic solutions in accounting, assurance, tax, advisory, and private client services. At Sorren, we believe that success is a shared journey. Our culture fosters collaboration, innovation, and professional growth, ensuring that every team member has the support and opportunities they need to thrive. We offer a high-performing yet balanced work environment where career development and personal well-being go hand in hand. We're committed to helping you grow, whether that means advancing your career, expanding your expertise, or achieving a fulfilling work-life balance. Because at Sorren, your success is our success.

Your Journey Our team members support the firm by delivering timely, accurate work and maintaining clear communication. They take ownership of their development, seek feedback, and build strong relationships. By managing responsibilities effectively and aligning their efforts with firm values, they establish a foundation for long-term success and growth. All team members are expected to excel in Relationships, Communication, Quality Service, Operational Excellence, and Innovation & Growth, contributing to the firm’s success through collaboration, exceptional service, and continuous growth.

Position Summary: Your Impact (Essential Duties)

• Help Desk Support: Serve as a primary point of contact for end user support requests through the help desk, delivering remote and onsite support using RMM and other service-specific tools.
• Technical Support: Troubleshoot software, hardware, and network issues for staff, with a focus on SaaS applications, Microsoft 365 (Outlook, Teams, OneDrive, SharePoint), and accounting applications such as QuickBooks, Sage, and tax software.
• Workstation Setup & Deployment: Set up and deploy workstations for hardware replacements and new employees using standard hardware, images, and software, including Intune Autopilot provisioning.
• Onboarding: Onboard new employees by setting up application access, permissions, and resources based on role, and provide day one support.
• Self-Service Enrollment: Guide users through self-service steps such as Autopilot enrollment, Windows Hello PIN setup, and Company Portal sync.
• Account & Access Support: Handle password resets, MFA setup, and access requests, and perform monthly access audits to ensure compliance.
• Security & Data Protection: Follow firm security standards to safeguard confidential financial data, and support security changes and compliance efforts led by senior IT staff.
• Backup & Recovery Support: Assist with file and device recovery requests and verify user data is backed up (e.g., OneDrive sync), escalating backup or recovery issues as needed.
• Printers, Peripherals & Conference Rooms: Support printers, peripherals, and conference room technology.
• Asset Management: Maintain and coordinate PC hardware inventory to keep asset records accurate and up to date.
• User Training: Provide training and support on new technologies and software to ensure a smooth transition and user experience.
• Projects: Participate in firm-wide projects related to cloud deployments, security changes, and software upgrades.
• Documentation & Escalation: Document resolutions, contribute knowledge base articles, and elevate complex issues to Senior IT Specialists with clear notes on troubleshooting already performed. Know your limits and when to elevate.
• Relationships: Build strong relationships with internal staff and enhance the value perception of IT across the firm.
• Perform other duties and display flexibility to take on a variety of responsibilities assigned by firm leadership.

Your Background Technical Proficiency:

• Experience supporting Windows 11 in a Microsoft Entra ID environment, with knowledge of basic networking, subnets, and VPN protocols.
• Microsoft 365: Solid understanding of Microsoft 365, email, and Microsoft Teams.
• ITSM Experience: Experience with a ticketing or ITSM platform such as Freshservice.
• Customer Service & Communication: Excellent written and verbal customer service skills, with the ability to explain technical issues to non-technical users.
• Detail-Oriented: Strong organizational skills and attention to detail, essential for supporting financial technology and maintaining accurate records.
• Continuous Learning: Curiosity and willingness to learn new tools and apply solutions to evolving business needs.
• MDM Experience (a plus): Experience with Intune, Autopilot, or other MDM solutions.
• Accounting Software (a plus): Familiarity with CCH Axcess, QuickBooks, Thomson Reuters, or document management systems such as GoFileRoom.
• Bachelor's degree in Computer Science, Information Technology, or a related field (preferred).
• Prior experience in a professional services or financial environment (preferred).

Compensation

Travel expectation: 0-10%

The compensation range for this role is $60,000 - $75,000 annually. Actual compensation is influenced by a variety of factors including but not limited to skills, experience, qualifications, and geographic location. Discretionary incentive compensation is based on firm, group, and individual performance.

Why Choose Us?

At Sorren, we're invested in your growth—both personally and professionally. We'll support you as you advance in your career while also giving you the flexibility to enjoy life outside of work. We believe balance fuels success, and we've designed our culture and benefits to reflect that.

What We Offer*

• Generous paid time off
• Comprehensive medical, dental, and vision coverage, plus life and disability insurance
• 401(k) retirement savings plan
• Paid holidays, including a firmwide winter break (December 24 - January 1)
• Paid parental leave (available after one year of service)
• Mentorship and career development programs
• CPA exam support to help you succeed on the path to licensure
• Firm-sponsored events and spontaneous team activities
• Celebrations to mark milestones like the end of busy season and the holidays

*Benefits are available to full-time employees regularly scheduled to work at least 30 hours per week.

Our Growth is Creating Great Opportunities!

Our team is expanding, and we want to hire the most talented people possible. Our continued success depends on it! Thank you for your interest in working on our team!

© 2025 "Sorren" is the brand name under which Sorren CPAs, P.C. and Sorren, Inc. and its subsidiary entities provide professional services. Sorren CPAs P.C. and Sorren, Inc. and its subsidiary entities practice as an alternative practice structure in accordance with the AICPA Code of Professional Conduct and applicable laws, regulations, and professional standards. Sorren CPAs P.C. is a licensed independent CPA firm that provides attest services to its clients, and Sorren, Inc. and its subsidiary entities provide tax and business consulting services to their clients. Sorren, Inc. and its subsidiary entities are not licensed CPA firms.

Sorren, Inc. is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability or protected veteran status, gender identity, sexual orientation, or any other legally protected basis, in accordance with applicable federal, state or local law.